Local development house, NeuralAct, recently signed a deal with Sovereign Health, through Spescom, and since then the installation has been running smoothly at the Durban Call Centre.
"Our service levels improved by more than 30% overnight," says Alan Hockey from Sovereign Health. "The success of the software is heavily dependent on the buy-in from the agents and team leaders; but everyone has got accustomed to their new schedules and new routine without much difficulty."
NeuralAct believes that people, technology and processes are critical in the alignment of enterprise strategy with the operational success of the call centre.
It is, however, important never to forget that the success still lies within the capability of the workforce to accept, adapt, grow and use.
"With this belief, and our passion for people, NeuralAct is focusing on workforce relationship management," says LLoyd Rabie, CEO of NeuralAct.
Hockey says he considers this software to have made a more significant impact on their service levels than any other call centre acquisition to date.
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NeuralAct is a software development company that concentrates on the design and implementation of leading-edge call centre software.
NeuralAct was founded in SA in 1996, under the name InterAct Global. In September 2000 the company expanded to the US.
NeuralAct develops software that enables call centres to expedite superior customer care, organise their workforce and human resources management and better administer the recruitment, training, scheduling and performance of their agents.
NeuralAct is unique in its focus on the internal management, care and retention of agents. Our software provides managers both systems integration and data synchronisation with which to manage their workforce; by implementing the AgentCARE applications developed by NeuralAct, call centres can achieve exceptional staff and customer relationship management.
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